Your feedback

We welcome feedback, both good and bad. If you've been impressed, we want to share your comments with our staff. If you have concerns, they are our concerns too. Our Operations Director Mandy Masters welcomes feedback. You can email her at: mandy.masters@kingsleyhealthcare.com

Should you become concerned about a relative or friend who lives at one of our residential homes, we suggest that you:

  1. Speak to a member of staff who will be happy to listen and comment.
  2. Speak to the Homes Manager if you feel this would be more appropriate.
  3. Should you wish to make a formal complaint, please write to

    Mandy Masters,
    Operations Director,
    Kingsley Healthcare Limited,
    3 Kirkley Park Road,
    Lowestoft,
    Suffolk NR33 0LQ.

    On receipt of your complaint we promise to:

    1. Reply to you within two days with full details of our complaints procedure and explaining how to appeal should you not be happy with the way we resolve it.
    2. Investigate your complaint promptly and fully.
    3. Write to you within 28 days to tell you what we have done to rectify any problems our investigations have revealed.

Should you become unhappy with the way we are dealing with your complaint, you can also contact the Government's Care Quality Commission:

CQC – Eastern
Citygate
Gallowgate
Newcastle–upon–Tyne
NE1 4PA

Tel: 03000 616161
Email: enquiries.eastern@csci.gsi.gov.uk
Web: www.csci.org.uk

They can introduce you to our local Social Care Inspection team.